Senior Manager, Service Delivery

Operations Full-time likely Estimated $4,500 - $8,000 / month (role-title estimate)

Role summary

At SATS, this Senior Manager, Service Delivery role focuses on overseeing Service Delivery Managers handling local accounts, providing guidance on issue prioritisation, escalation discipline, and customer communications. Requirements include strong working knowledge of Cargo and/or Ground Handling operations, including operational constraints and service risks.

Summary based on employer-provided role details.

Role highlights

Responsibilities

supports Head, Service Delivery in the development, implementation and governance of the Service Delivery framework, ensuring consistent application, escalation models, and customer review discipline across Singapore Hub (SG Hub).
Support Head, Service Delivery in governing Service Delivery frameworks, including SLA application principles, escalation thresholds, and service review cadence, ensuring consistent application across accounts and alignment with the global SD operating model.
Provide SG Hub’s SLA performance data for assigned global or network airline accounts to the network Service Delivery manager on a defined monthly cadence, ensuring accuracy and consistency of SG Hub inputs into the broader network view.
Lead or support global/local airline service reviews, ensuring SG Hub inputs are accurate, aligned, and contextualised within the broader network view, partnering Commercial and Operations to ensure alignment between commitments, delivery.
Oversee Service Delivery Managers handling local accounts, providing guidance on issue prioritisation, escalation discipline, and customer communications.

Requirements

Strong working knowledge of Cargo and/or Ground Handling operations, including operational constraints and service risks.
Strong ability to influence without direct authority, across Operations, Commercial, and other support functions.
Ability to translate complex operational outcomes into clear, credible, customer‑ready narratives.
Strong written and verbal communication skills, with ability to tailor messaging across different audience.
Ability to manage multiple service issues concurrently.

Role Quick Info

Company SATS

Brand SATS

Category Operations

Location SGP,, Inflight Catering Centre 1

Work type Full-time likely

Pay Estimated $4,500 - $8,000 / month (role-title estimate)

Employer-listed pay is shown as published.
Other ranges are HiredInn estimates based on the role title or role area. Confirm pay with the employer before applying.